Managing Expectations Through an IT Crisis

IT announcements may be well received when all systems are running smoothly, but how do you manage customer expectations during an outage or technology crisis? Rice University's IT division has communicated with customers regarding a variety of unexpected issues related to weather, utility and road work, the migration to a new network, and implementing new storage and e-mail systems. Find out how you can identify smoking guns, set up distribution channels for almost any situation, and create a "just in case" communications plan including step-by-step procedures all employees can follow. This discussion-oriented session will include surveys and audience participation.